Time: March 8, 2023, 9:23 p.m.

Status: Postmortem

Update: On March 6th, 2023, [Files.com](http://Files.com) received customer reports of Box integration syncs and mounts not working. An incident was called on March 6th, 2023, at 9:27 AM PST, due to the impact on customers. The Incident Management Team \(IMT\) immediately gathered and began investigation. A software bug deployed on March 1st, 2023, at 10:58 AM PST was the issue. A fix was created, tested, and deployed which returned full functionality for Box integrations on March 6th, 2023, at 9:57 AM PST. The root cause was identified as the inability to perform automated testing on Box integrations due to constraints placed on the integration by Box. Additional automated alerting was created and deployed on March 6th, 2023, at 10:28 AM PST to identify this issue should it occur again in the future. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.

Time: March 6, 2023, 6:03 p.m.

Status: Resolved

Update: All services have been restored and are operating normally. As of 9:57 AM Pacific Time, a fix has been implemented and we will continue to monitor the results. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. If you need additional support, please do not hesitate to contact our Customer Support team by email or phone. Thanks for your support while we resolved this issue.

Time: March 6, 2023, 5:44 p.m.

Status: Investigating

Update: We are actively investigating failures on Box Remote Server Syncs and Mounts. We will provide additional details as they become available. Customers with urgent questions are encouraged to contact our Customer Support team by email. Thank you for your patience.

Time: March 6, 2023, 3:05 p.m.

Status: Postmortem

Update: On February 3rd, 2023 at 12:35 PM PST, [Files.com](http://Files.com) was alerted to new users not being able to log into the platform, and an incident was immediately called due to the impact to customers. The Incident Management Team \(IMT\) quickly gathered to begin investigation. The cause was immediately identified as a bug in a recent deployment, and a rollback deploy was initiated, which restored full functionality on February 3rd, 2023 at 12:45 PM PST. A permanent fix deployment was made on February 3rd, 2023 at 12:50 PM. During the incident postmortem, it was identified that the staging environment had one file that was not the same as in production. This file mismatch is what allowed the deployment to pass testing in staging, and fail when reaching production. That file mismatch was corrected and verified. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.

Time: Feb. 28, 2023, 8:45 p.m.

Status: Resolved

Update: On February 3rd, 2023 at 12:35 PM PST, Files.com was alerted to new users not being able to log into the platform, and an incident was immediately called due to the impact to customers. The Incident Management Team (IMT) quickly gathered to begin investigation. The cause was immediately identified as a bug in a recent deployment, and a rollback deploy was initiated, which restored full functionality on February 3rd, 2023 at 12:45 PM PST. A permanent fix deployment was made on February 3rd, 2023 at 12:50 PM. During the incident postmortem, it was identified that the staging environment had one file that was not the same as in production. This file mismatch is what allowed the deployment to pass testing in staging, and fail when reaching production. That file mismatch was corrected and verified. Extensive review and testing was conducted by Files.com staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.

Time: March 6, 2023, 3:05 p.m.

Status: Postmortem

Update: On February 3rd, 2023 at 12:35 PM PST, [Files.com](http://Files.com) was alerted to new users not being able to log into the platform, and an incident was immediately called due to the impact to customers. The Incident Management Team \(IMT\) quickly gathered to begin investigation. The cause was immediately identified as a bug in a recent deployment, and a rollback deploy was initiated, which restored full functionality on February 3rd, 2023 at 12:45 PM PST. A permanent fix deployment was made on February 3rd, 2023 at 12:50 PM. During the incident postmortem, it was identified that the staging environment had one file that was not the same as in production. This file mismatch is what allowed the deployment to pass testing in staging, and fail when reaching production. That file mismatch was corrected and verified. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.

Time: Feb. 28, 2023, 8:45 p.m.

Status: Resolved

Update: On February 3rd, 2023 at 12:35 PM PST, Files.com was alerted to new users not being able to log into the platform, and an incident was immediately called due to the impact to customers. The Incident Management Team (IMT) quickly gathered to begin investigation. The cause was immediately identified as a bug in a recent deployment, and a rollback deploy was initiated, which restored full functionality on February 3rd, 2023 at 12:45 PM PST. A permanent fix deployment was made on February 3rd, 2023 at 12:50 PM. During the incident postmortem, it was identified that the staging environment had one file that was not the same as in production. This file mismatch is what allowed the deployment to pass testing in staging, and fail when reaching production. That file mismatch was corrected and verified. Extensive review and testing was conducted by Files.com staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.

Time: Jan. 12, 2023, 5:27 p.m.

Status: Resolved

Update: On December 16th, 2022, at 3:43 PM PST, Customer Support alerted internal staff to a possible issue with sync’s not reporting the correct IP address when making connections, resulting in an incident declaration. The Incident Management Team (IMT) immediately gathered and began investigation. The issue was quickly identified, an a system update was prepared, tested, and deployed to production, which returned full functionality on December 16th, 2022, at 4:45 PM PST. The root cause was a bug in a system update, and a permanent fix was deployed. Extensive review and testing was conducted by Files.com staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.

Time: Jan. 12, 2023, 5:27 p.m.

Status: Resolved

Update: On December 16th, 2022, at 3:43 PM PST, Customer Support alerted internal staff to a possible issue with sync’s not reporting the correct IP address when making connections, resulting in an incident declaration. The Incident Management Team (IMT) immediately gathered and began investigation. The issue was quickly identified, an a system update was prepared, tested, and deployed to production, which returned full functionality on December 16th, 2022, at 4:45 PM PST. The root cause was a bug in a system update, and a permanent fix was deployed. Extensive review and testing was conducted by Files.com staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.